Vendor delivery ownership: Own vendor delivery across VL operations against SLAs, KPIs and contract commitments. Performance governance: Run weekly, monthly, and executive business reviews using scorecards, trend analysis and action logs. Hold vendors accountable through root cause analysis and corrective and preventive action plans, tracked to closure. Insights and reporting: Turn data on quality, productivity, CSAT, throughput, rework, cycle time and backlog into insights leaders can act on. Check vendor-reported data against source systems. Financial stewardship: Manage purchase orders and invoices, overtime, accruals, and forecasts. Assess vendor requests for more capacity or investment based on return on investment. Capacity and demand: Match vendor capacity, skills, and schedules to forecast demand, especially at peak periods and quarter-end, without losing resilience or cost control. Risk, business continuity and compliance: Identify and reduce operational, commercial, security, compliance and customer-impact risks. Maintain workable business continuity and recovery plans, and keep records ready for audit. Contracts and vendor lifecycle: Work with Procurement, Legal, Finance and Risk on vendor selection, onboarding, statements of work, contract changes, renewals and remedies. Make sure contract obligations are applied in day-to-day operations. Continuous improvement and AI: Reduce waste, rework, defects, and cycle time. Work with Vendor Solutions and engineering to pilot and scale responsible AI and automation, with clear benefits and measurable adoption. Change and transitions: Lead vendor onboarding, transitions, process migrations, and readiness for releases, keeping disruption to a minimum. Stakeholder leadership: Coordinate across vendors, sales, finance, procurement, legal, risk, engineering, and service design. Explain trade-offs, options and recommendations clearly to senior leaders. Process Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. Master's Degree in Business Management, or related field AND 2+ years process management, process execution, process optimization, or related experience OR Business, or related field AND 4+ years process management, process execution, process optimization, or related experience OR equivalent experience. Overall 12+ years of experience in service delivery, vendor operations, outsourcing, business program management or operations leadership, or equivalent experience. Proven experience managing outsourced or vendor-delivered operations, including performance governance, escalation management and delivering corrective actions. Knowledge of operations and finance, and a working understanding of engineering, data and analytics. Experience in commercial operations or deal processing for Volume Licensing. Experience delivering across multiple sites and time zones, including business continuity planning and site recovery. Good to know - Lean, Six Sigma, ITIL or PMP certification, and understand AI or automation adoption with measurable results. Data skills, for example in Power BI or Excel.